We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 125400 results
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Decision Reference DRN-4641359
18 Mar 2024 HDI Global Specialty SE UpheldInsuranceDRN-4641359 The complaint Miss K complains about HDI Global Speciality SE’s (“HDI”) decision to settle only part of a claim made under her pet insurance policy. Any reference to HDI includes the actions of its agents. What happened The circumstances of this complaint are well known to both... (4 pages)View decision -
Decision Reference DRN-4655654
18 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4655654 The complaint Mr and Mrs A complain that One Insurance Limited (“One”) is responsible for mishandling a claim on her motor insurance policy. What happened Mr and Mrs A had a 2018 car. For the year from mid-February 2021, she insured it on a comprehensive policy with One. The po... (3 pages)View decision -
Decision Reference DRN-4269286
18 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4269286 The complaint Miss D complains that ReAssure Limited unreasonably delayed the transfer of her pension. She says she lost out on opportunities to invest as a result. What happened Miss D held a personal pension with ReAssure. She contacted it about transferring her pension to a ... (5 pages)View decision -
Decision Reference DRN-4533063
18 Mar 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4533063 The complaint Mr M complains that The Co-operative Bank Plc failed to provide him with statements of activity on his account which are capable of being printed. Mr M also wants to be able to see on his statement the amount of the direct debit and the date it will be taken, and ... (2 pages)View decision -
Decision Reference DRN-4603156
18 Mar 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4603156 The complaint Mr A has complained that Haven will not provide a refund of premium on his short-term taxi insurance policies despite having a claim incorrectly recorded as open, which he thinks affected his premiums. What happened Mr A had several short term taxi policies with H... (3 pages)View decision -
Decision Reference DRN-4659768
18 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4659768 The complaint Mr S is unhappy that TSB Bank plc didn’t inform him of all the options he had available when he made them aware of his gambling addiction while enquiring about applying gambling blocks to his account. What happened In September 2022, Mr S contacted TSB via their c... (7 pages)View decision -
Decision Reference DRN-4690793
18 Mar 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4690793 The complaint Mr and Mrs P complain that HSBC UK Bank Plc handled their mortgage application unfairly and gave them poor advice. They said this resulted in them losing the property they wanted to buy due to the delays they encountered. What happened Mr and Mrs P completed a mor... (6 pages)View decision -
Decision Reference DRN-4576906
18 Mar 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4576906 The complaint Mr H complains that the vehicle he was provided with through a hire agreement with Stellantis Financial Services UK Limited trading as Free2Move Lease wasn’t of satisfactory quality. He says the vehicle has broken down and he hasn’t had use of it. What happened Mr... (3 pages)View decision -
Decision Reference DRN-4470051
18 Mar 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4470051 The complaint Mr D complains about Accelerant Insurance Europe SA/NV’s (“Accelerant”) handling of his claim under his home insurance policy. In particular, he complains they incorrectly raised an underinsurance dispute and this leading to the repairs being delayed. He also says... (5 pages)View decision -
Decision Reference DRN-4485798
18 Mar 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4485798 The complaint Mr M complains that PrePay Technologies Limited returned the funds in his electronic money account to their senders after it closed his account. What happened Mr M had an account with one of PrePay’s representatives. To keep things simple, I’ll just refer to PrePa... (4 pages)View decision
